SONY Service S#*%@
July 1, 2007 9:15 PM Subscribe
Why oh WHY does it take the SONY corporation 2-4 weeks to get replacement parts for my DV Camcorder?
Heck, when I was in Afghanistan in 2004 and my videocamera died, I was able to organize a replacement betacam to be delivered by DHL in 36 hours.
Sony Hong Kong sez they can't do such a thing. With their gobal supply lines and cutting-edge technology.
I know this sounds a bit churlish, but I'm really wondering if there's a GOOD reason for such a policy.
Heck, when I was in Afghanistan in 2004 and my videocamera died, I was able to organize a replacement betacam to be delivered by DHL in 36 hours.
Sony Hong Kong sez they can't do such a thing. With their gobal supply lines and cutting-edge technology.
I know this sounds a bit churlish, but I'm really wondering if there's a GOOD reason for such a policy.
This post was deleted for the following reason: This is about 90% rant and 10% hemi-question, and it looks like said question got answered, so I think this should be put to bed.
Why oh WHY does it take the SONY corporation 2-4 weeks to get replacement parts for my DV Camcorder?
Because there's no margin in getting you replacement parts quickly; you already bought the product, and now you're just a squeaky wheel that they'd rather forget.
I tracked my recent Lenovo laptop purchase from the fab; it went from Hong Kong to my doorstep in Boston in under 48 hours, so it can be done if they feel like it. But I'm under no illusion that replacement parts would arrive anywhere near that quickly.
posted by rkent at 9:54 PM on July 1, 2007
Because there's no margin in getting you replacement parts quickly; you already bought the product, and now you're just a squeaky wheel that they'd rather forget.
I tracked my recent Lenovo laptop purchase from the fab; it went from Hong Kong to my doorstep in Boston in under 48 hours, so it can be done if they feel like it. But I'm under no illusion that replacement parts would arrive anywhere near that quickly.
posted by rkent at 9:54 PM on July 1, 2007
To add to rkent's post, everything in that Lenovo example is optimized for just that scenario - big bunch of parts goes to the factory, laptops come out. Once you change it to "big bunch of parts go everywhere" then storing those parts and shipping them as needed is a significant inventory and logistics challenge.
That said, I bet my 50mm/1.8 lens that someone who is important to Sony gets those parts via overnight courier with flowers and a box of chocolates.
posted by zippy at 11:20 PM on July 1, 2007
That said, I bet my 50mm/1.8 lens that someone who is important to Sony gets those parts via overnight courier with flowers and a box of chocolates.
posted by zippy at 11:20 PM on July 1, 2007
Money is the reason. And for any business, money is a GOOD ONLY reason.
Fixed that for you.
In my experience, Sony is absolutely on the bottom of the barrel when it comes to consumer electronics service. I've never been able to figure out if it was because of just simply bad internal logistics, or some corporate mind-set that doesn't allow them to admit that their products break. Frankly, I'm amazed that the price for the new part and labor doesn't come close to the cost of a new camcorder.
You don't mention if this is a warranty service. If so, then what BP said. Warranty service is a cost to them. They are going to drag their feet as long as possible.
posted by Thorzdad at 5:42 AM on July 2, 2007
Fixed that for you.
In my experience, Sony is absolutely on the bottom of the barrel when it comes to consumer electronics service. I've never been able to figure out if it was because of just simply bad internal logistics, or some corporate mind-set that doesn't allow them to admit that their products break. Frankly, I'm amazed that the price for the new part and labor doesn't come close to the cost of a new camcorder.
You don't mention if this is a warranty service. If so, then what BP said. Warranty service is a cost to them. They are going to drag their feet as long as possible.
posted by Thorzdad at 5:42 AM on July 2, 2007
This thread is closed to new comments.
posted by Blazecock Pileon at 9:36 PM on July 1, 2007